EN - Reception Agent

Job description / Role

Company Description

Join us at Accor, where life pulses with passion!

As a pioneer in the art of responsible hospitality, the Accor Group gathers more than 45 brands, 5,600 hotels, 10,000 restaurants, and lifestyle destinations in 110 countries. While each brand has its own personality, where you will be able to truly find yourself, they all share a common ambition: to keep innovating and challenging the status-quo.

By joining us, you will become a Heartist®, because hospitality is, first and foremost, a work of heart.

You will join a caring environment and a team where you can be all you are. You will be in a supportive place to grow, to fulfil yourself, to discover other professions and to pursue career opportunities, in your hotel or in other hospitality environments, in your country or anywhere in the world!

You will enjoy exclusive benefits, specific to the sector and beyond, as well as strong recognition for your daily commitment.

Everything you will do with us, regardless of your profession, will offer a deep sense of meaning, to create lasting, memorable and impactful experiences for your customers, for your colleagues and for the planet.

Hospitality is a work of heart ,
Join us and become a Heartist ®.

Job Description

Responsibilities: Position reports directly to the Reception Shift Leader answerable to all Front Office Management

Scope and General Purpose of Job: To carry out the efficient operation of the Reception/Cashiering function in accordance with Hotel standards and company policy.

Main Duties and Responsibilities:
- To greet smile and welcome guests to the hotel
- To provide an efficient and friendly check-in according to company directives
- To handle guest requests ensuring that all matters are dealt with efficiently and promptly taking preference over administrative tasks.
- To inform all relevant departments regarding special guest requests
- To be fully aware of hotel room rates, availability, promotions, services and facilities.
- To be fully aware of the hotel's selling status in order to maximize room occupancy, average room rates and additional revenue.
- To act efficiently as a general cashier as detailed in the FO SOP manual.
- To take reservations for accommodation according to company policy.
- To deal efficiently with all tasks delegated by the FOM S.AFOM or AFOM as detailed in the SOP manual
- To be aware of specific daily functions and events as detailed in the forecasts, in order to deal efficiently with guest enquiries.
- To liase with Shift leader and Housekeeping to ensure an efficient supply of rooms
- To ensure that telephones are answered quickly and efficiently following company directives and FO SOP manual
- To accept cash, approved credit cards, travelers cheques and foreign currency following set guide lines and polices laid out in the company directives and FO SOP manual
- To inform guests of the facilities within the hotel. To promote the Food and Beverage outlets to increase internal revenue, provide guests with details on local information and activities as required.
- To operate the safety deposit box system
- To be responsible for the daily ring around sheet when the hotel is forecasted over 80% occupancy
- To carry out a smooth and efficient check-out to encourage return guests
- To be responsible for the clearing of the departure Box
- To print out a list of departures still to check-out liaising with Housekeeping to clear all departures in Fidelio
- To be able to complete all daily tasks laid out in the Reception Check-lists
- To be responsible for a cashiering float in accordance with company procedure and to inform any overage/shortage to the Shift Leader/Duty Manager.
- To know the correct way to upsell creating the opportunity to maximize revenue.
- To keep the Front office management informed of any faults or complaints reported.
- To ensure that all guest and internal messages are relayed promptly and accurately
- To participate in any training and career development schemes as recommended by management.
- To generally promote and ensure good inter-departmental relationships
- To carry out a thorough shift handover at the beginning and end of each shift and to check that all items requiring attention are detailed in the Reception Diary and initialed once completed.
- To maintain a high standard of personal hygiene, with specific attention to appearance, hair care specific dress code and items of uniform supplied by the hotel.
- To behave at all times in a manner which is pleasant and positive and which projects a good company image.

General Responsibilities
- To promote efficiency, confidence, courtesy and an extremely high standard of social skills.
- To generally promote and ensure good inter-departmental relations.
- To display a pleasant manner and positive attitude at all times and to promote a good company image to guests and colleagues.
- To demonstrate pride in the workplace and personal appearance at all times when representing the hotel thus identifying a high level of commitment.
- To adhere to Company and Hotel rules and regulations at all times

Occasional Responsibilities
- To report any equipment failures/problems to the Maintenance Department.
- Pass any maintenance requests to the Maintenance Department.
- To participate in any Training/Developments schemes as recommended by senior management.
- Assist the Duty Manager in any task outlined/detailed by him/her.
- To comply with any reasonable request made by management to the best of your ability.

Legal Responsibilities
- To ensure that the standards required by Law and by Management are maintained at all times in the areas specified above.

- Your experience and skills include:
- Service focused personality is essential
- Experience is an asset
- Prior experience working with Opera or a related system
- Fluency in English
- Additional languages are a plus

Your team and working environment:
- In 1-2 sentences, introduce the team, property or office environment in a way that reflects the culture
Note: Customization may be included for any specific local or legislative requirements, such as work permits

Our commitment to Diversity & Inclusion:
- We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.

About the Company

A caring employer providing respect, training and career development for our employees. An attractive employer offering more than 100 professions across the 5 continents.

We are much more than a world leader. We are 250,000 hoteliers with the same shared passion for welcoming. We take care of millions of guests in our 4,300 addresses and on our digital platforms. As an operator and franchisor (HotelServices), owner and investor (HotelInvest), we invest all our energy into making "Feel Welcome" resonate as the finest hotel promise.

From luxury to economy and in every corner of the globe, AccorHotels'​ more than 20 brands meet all the needs of business and leisure travelers seeking comfort, attention and high-quality services.